Senior Manager, SMB and Mid-Market Customer Success

Brisk Teaching

94d

About The Position

Brisk is on a mission to empower teachers with AI-powered tools that save time and improve learning. With Brisk, educators instantly create rubrics, modify assignments for reading levels, detect plagiarism, and much more — directly in their LMS or Google Docs. We believe that the future of education should be equitable, efficient, and teacher-driven. We’re looking for a dynamic Senior Manager, Mid-Market and SMB Customer Success. This person will manage, coach, and scale a team of CSMs responsible for renewals, expansions, and pilot conversions. The ideal candidate brings both strategic and hands-on experience—someone who can build scalable systems and playbooks while rolling up their sleeves to drive impact during a high-growth phase.

Requirements

• 6+ years of experience in Customer Success, Account Management, or related roles, with 3+ years directly managing teams in a SaaS environment.
• Experience serving K–12 schools or districts, ideally in an edtech or AI-driven product context.
• Proven success managing renewal and expansion metrics across large, diverse customer segments.
• Strong operational mindset—you know how to build playbooks, systems, and reporting frameworks that scale.
• Familiarity with CS tools such as Gainsight, ChurnZero, Zendesk etc.
• Exceptional communication and relationship skills; comfortable engaging with educators, district leaders, and internal stakeholders alike.
• A hands-on, entrepreneurial mindset—you’re as comfortable leading strategy as you are diving into the work.

Nice To Haves

• Experience in a fast-growing, venture-backed startup environment.
• Understanding of the AI landscape.
• Former educator.

Responsibilities

• Lead, mentor, and develop a growing team of Customer Success Managers serving mid-market and SMB accounts.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Coach team members on best practices for onboarding, engagement, and expansion.
• Own key performance metrics across renewal, expansion, and pilot conversion rates.
• Partner with Sales, Product, and Marketing to drive customer adoption, retention, and advocacy.
• Oversee customer health monitoring, ensuring proactive risk mitigation and data-driven decision-making.
• Build and operationalize customer journey playbooks that support consistent, high-impact engagement across account segments.
• Collaborate with Revenue Operations and Product to define processes and tools that enable scale.
• Champion efficient processes to help the team manage large volumes of accounts while maintaining a high-touch experience where it matters most.
• Partner closely with Product to represent the voice of the customer, sharing insights and feedback to inform roadmap priorities.
• Align with Sales on handoffs, renewals, and expansion strategies to ensure a seamless customer experience.
• Collaborate with Marketing and Enablement to create resources that accelerate adoption and customer outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 11-50 employees